Artificial intelligence (AI) is no longer a future technology — it is already changing how the public sector works around the world today. From automated resident service systems to document analysis and predictive analytics, the public sector is increasingly using AI as a tool to improve efficiency and service quality. In this article, we will discuss specific, practical applications of artificial intelligence that are already available to Lithuanian public bodies, and how to begin implementing them.
Why the public sector should take an interest in artificial intelligence
Public bodies face a unique dilemma: residents’ expectations of service quality keep rising, but budgets and staff numbers often stay the same or even fall. Artificial intelligence offers a solution — the ability to automate repetitive tasks, speed up processes and allow staff to focus on more complex issues that require human attention.
According to European Commission data, public-sector AI solutions can save up to 30 % of administrative working time. This does not mean layoffs, but improved working quality — fewer routine tasks, more time to solve complex resident needs.
In addition, in the context of the EU digital agenda, introducing AI in the public sector is one of the strategic priorities. Organisations that start applying AI solutions earlier will have a competitive advantage and will be able to serve their residents more efficiently.
Practical AI applications in the public sector
1. Chatbots and virtual assistants
One of the most common and quickest-to-deploy AI solutions is chatbots, capable of answering residents’ questions 24 hours a day, 7 days a week. Modern AI chatbots differ from old “button” chatbots — they understand natural language, can interpret a question even if it is phrased unusually, and provide an accurate answer from the organisation’s knowledge base.
Specific examples of use:
- Municipalities: answers about opening hours, required documents, service provision procedures
- Libraries: information about book availability, event schedules, membership conditions
- Museums: ticket prices, exhibitions, excursion reservations
- Schools: admissions procedures, meal information, timetables
It is important to emphasise that a chatbot should not replace human communication — it should complement it. When a chatbot cannot answer a question, it should smoothly hand the conversation over to a person, while transferring the full conversation context.
2. Automated document processing
Public bodies process hundreds of documents every day — applications, certificates, reports, contracts. AI can automate a large part of this process:
- Document classification: automatic sorting of incoming documents by type, topic and urgency
- Data extraction: automatic reading of required data (name, address, dates, amounts) from documents
- Content analysis: automatic creation of summaries of contracts, legal acts or other lengthy documents
- Error detection: automatic identification of incorrectly completed forms or missing data
For example, a municipality receiving hundreds of resident applications per day can use AI to automatically read the application content, assign it to the relevant department and even prepare a draft response, which a member of staff only reviews and approves.
3. Content generation and translation
AI can help create and manage content — from newsletters and press releases to website content. This is especially relevant for smaller organisations that do not have a dedicated communications specialist:
- Drafting announcements: AI can prepare draft announcements for staff to review and adapt
- Content translation: automatic translation of website content into English, Russian or other languages, making information more accessible to foreign nationals
- Text simplification: converting complex legal or administrative texts into simpler language that residents can understand
- Social media content: creating posts based on the organisation’s newsletters or announcements
It is important that AI-generated content is always reviewed by a person before publication. AI is an excellent tool for creating a first draft, but the final responsibility for content accuracy and suitability always remains with a person.
4. Analytics and predictive planning
AI can analyse large volumes of data and identify trends that would be hard for a person to spot:
- Predicting resident flows: when the largest visitor flow is likely so staff can be allocated accordingly
- Service demand analysis: which services are used most often, which areas lack information
- Budget optimisation: analysis of historical data when planning the budget for the coming period
- Infrastructure maintenance: predictive planning of building, road or other infrastructure maintenance based on data
5. Improving accessibility
AI can help ensure that public-sector services are accessible to all residents:
- Automatic image descriptions: AI can generate alternative text for images, making a website easier to use for people with visual impairments
- Speech recognition: automatic transcription and translation of telephone conversations
- Text-to-speech conversion: automatic reading of website content for blind or partially sighted visitors
EU Artificial Intelligence Act: what you need to know
In 2024, the European Union Artificial Intelligence Act (EU AI Act) came into force — the world’s first comprehensive AI regulatory document. This is especially important for public bodies, as many of the AI systems they use fall into the “high-risk” category.
Key requirements for the public sector:
- Transparency: residents must be informed when they are interacting with an AI system rather than a human
- Human oversight: decisions that have a significant impact on residents cannot be made by AI alone — human oversight is required
- Data quality: data used to train AI must be high-quality, unbiased and fit for purpose
- Documentation: AI systems must be documented and auditable
- Risk assessment: before deploying an AI system, its impact must be assessed
These requirements should not be frightening — they help ensure that AI is used responsibly and ethically. Organisations that deploy AI from the outset in line with these principles will avoid costly adjustments in the future.
How to get started: a practical action plan
If your organisation wants to start using AI, we recommend these steps:
Step 1: Identify repetitive tasks
List all tasks that staff perform every day and that are routine and repetitive. This is the first candidate for automation. Often these are answers to the same questions, document sorting, data entry.
Step 2: Start with a small pilot project
Do not try to implement AI everywhere at once. Choose one specific area — for example, a chatbot on the website — and start with that. This will allow you to gain experience and understand what works and what does not.
Step 3: Train staff
AI tools are only as useful as staff know how to use them. Invest in training — not only technical training, but also on AI ethics, limitations and best practices.
Step 4: Measure results
Set clear indicators before implementing an AI solution and measure them regularly. How much time is saved? How much has resident satisfaction improved? How much has the number of errors decreased?
What AI tools are available today
Modern artificial intelligence tools for the public sector cover a wide range — from simple chatbots to complex analytics platforms. It is important to choose those that match your organisation’s size, budget and needs.
Some tools are free or low-cost and can be put into use within a few days. Others require larger investments and integration with existing systems. In any case, it is important to start — even a small step in the direction of AI is better than none.
Conclusions and a look to the future
Artificial intelligence in the public sector is not a fad or a technological experiment — it is a strategic tool that can fundamentally improve the quality and efficiency of public services. Organisations that start applying AI now will have a significant advantage in the future, when these technologies become a standard part of the public sector.
The most important thing is to start with specific, clearly defined problems and solutions, follow ethics principles and EU regulatory requirements, and continually learn and improve. AI is a journey, not a destination — and every step along that journey brings tangible benefits.
If you want to learn more about how AI could help your organisation, or if you have questions about implementing a specific solution, contact us — we will help you find the best solution for your needs.